In writing – send a letter or email to your Branch Manager or your Business Manager

By phone – call your Business Manager/Relationship Manager or your Branch Manager. If you have registered for our Banking 365 service, customer service advisors are available on weekdays until midnight. The phone number is 03457 365 555. If you are calling from outside the UK, the phone number is 00 353 1 460 6400

When we receive your complaint we will do the following.

Write to you within five working days to confirm we have received your complaint.

We will always deal with your complaint as quickly as we can. However, if we have not been able to solve or settle your complaint within four weeks of receiving it, we will write to tell you the progress we have made and when we aim to send you a full response

If we cannot solve or settle your complaint within eight weeks of receiving it, we will write to you and explain why, and tell you when we expect to be able to do so

If your complaint relates to a payment service transaction, we will make every effort to resolve your complaint as soon as possible. This will usually be within 15 days and not later than 35 days in exceptional circumstances. We’ll make sure to keep you updated throughout the process

If at any stage you are not satisfied with our action or explanation, you can ask for us to refer your complaint to Group Customer Complaints at:

Please be aware, that should you choose to contact us by email, we cannot guarantee the security of this method so do not send us information which you consider to be confidential.

If you do not agree with our final response, or we cannot respond within eight weeks and you do not accept our explanation, you may refer your complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service can help solve or settle disputes between banks and their customers. They are entirely independent and their service is free to you.

If you decide to refer your complaint, you should do so within six months of the date of our final response letter.

Contact the Financial Ombudsman Service at:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Phone: 0800 023 4 567

(calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs)

If we have not been able to resolve your complaint to your satisfaction AND you have bought our product or services online:

The European Commission has established an online dispute resolution platform (ODR platform) which is specifically designed to help customers resident in the European Union who have been unable to resolve a complaint with traders established in the European Union from which they purchased goods or services online. You can submit your complaint online through the ODR platform in any of the official languages of the European Union. The platform will then send your complaint to the Financial Ombudsman Service for an independent review within 90 days.

Your eligible deposits with Bank of Ireland (UK) plc are protected up to a total of £85,000 by the Financial Services Compensation Scheme, the UK’s deposit guarantee scheme. This limit is applied to the total of any deposits you have with the following: Bank of Ireland UK and Post Office Money and savings accounts under the AA Savings brand provided by Bank of Ireland UK. Any total deposits you hold above the limit between these brands are unlikely to be covered.

Bank of Ireland UK is a trading name of Bank of Ireland (UK) plc which is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 512956. You can confirm our registration on the FCA's website. Registered in England & Wales (No. 7022885), Bow Bells House, 1 Bread Street, London, EC4M 9BE.